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NLP text recommender system:
Journey to auto model training at scale
Aditya Sakhuja
Engineering Lead, Salesforce Einstein
@sakhuja
Agenda
● Goal
● Scenario
● Approach & Metrics
● ML System Architecture
○ Recs Serving
○ Feature Engineering
○ Model Training
● ML System Evolution
● Training CI, Deployments & Rollbacks
● Cloud Native
● Challenges & Takeaways
Customer Service Agent Assist
Goal
Agents rely on traditional search results for
finding relevant answers to often long and time
sensitive customer questions.
Scenario
Approach
Business Metrics
● Agent Time to Resolution
● Agent Time spent per case
● Case-Article Attach Rate
● # of recommendations served
● MAO, MAU
● Serving Latency
ML System Architecture
Recommendations Serving
Layer 1 : Candidate Generation
● NLP : Extract POS, NER, Noun and key terms from user query
● IR specific Query Formulation
● Candidates Generated
Layer 2 : Ranking Model
● <question, article> pairwise feature generation
● Candidates evaluated by model
● Candidates above the threshold are recommended
Recommendations Serving
Data Prep & Feature Engineering
● Multi tenant data ingestion pipeline
● Data Cleansing and Sanity checks
● Precompute TDF, Corpus Statistics
● Feature Vectors computation
● 100+ of NLP features across different statistical feature categories
● Serving Training Drift
Model Training
● Ranking Model
● Auto tuned hyperparams
● Auto Model comparison
● Metrics
○ AUC
○ F-Measure
○ Precision, Recall
○ Hit Rate @K
Model Auto Training Pipeline
ML System Evolution
version 0
● Heuristic based answer recommendations POC. First pilot sign up.
● Communities use case: community selected bestAnswer, as positive label.
● Generic model trained on open source dataset Stanford SQuAD
version 1
● Ranking model : <question, answer> pairwise probability
● Notebooks based on-demand training
● Static configured data filtering
ML System Evolution
version 2
● Dynamically configured training dataset attributes
● Model retraining
● Multilingual Support
● Multitenant Auto-trained models
● Observability
● Trained Model Deployments & Rollbacks
Model Deployment, CI & Rollbacks
Cloud Native Training
Challenges
● Data
○ Privacy and sharing compliances – GDPR, HIPAA, Accessibility
○ Freshness / Hydration
○ Handling encrypted data at rest and in motion
○ Too sparse, not meeting thresholds
○ Too dense, training performance SLA not met
● Custom, non standard fields and datatypes
● Building ML Infrastructure along the way
● Training Serving Skew
● Cold start problem
Takeaways
● Start small, Ship and Iterate
● Prioritize ML infrastructure
● Start with simple interpretable models
● Scale model learning to the size of your data
● Prioritize Observability
● Prioritize Data privacy over model quality
Thank you!
Feedback
Your feedback is important to us.
Don’t forget to rate
and review the sessions.

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NLP Text Recommendation System Journey to Automated Training

  • 1. NLP text recommender system: Journey to auto model training at scale Aditya Sakhuja Engineering Lead, Salesforce Einstein @sakhuja
  • 2. Agenda ● Goal ● Scenario ● Approach & Metrics ● ML System Architecture ○ Recs Serving ○ Feature Engineering ○ Model Training ● ML System Evolution ● Training CI, Deployments & Rollbacks ● Cloud Native ● Challenges & Takeaways
  • 4. Agents rely on traditional search results for finding relevant answers to often long and time sensitive customer questions. Scenario
  • 6. Business Metrics ● Agent Time to Resolution ● Agent Time spent per case ● Case-Article Attach Rate ● # of recommendations served ● MAO, MAU ● Serving Latency
  • 8. Recommendations Serving Layer 1 : Candidate Generation ● NLP : Extract POS, NER, Noun and key terms from user query ● IR specific Query Formulation ● Candidates Generated Layer 2 : Ranking Model ● <question, article> pairwise feature generation ● Candidates evaluated by model ● Candidates above the threshold are recommended
  • 10. Data Prep & Feature Engineering ● Multi tenant data ingestion pipeline ● Data Cleansing and Sanity checks ● Precompute TDF, Corpus Statistics ● Feature Vectors computation ● 100+ of NLP features across different statistical feature categories ● Serving Training Drift
  • 11. Model Training ● Ranking Model ● Auto tuned hyperparams ● Auto Model comparison ● Metrics ○ AUC ○ F-Measure ○ Precision, Recall ○ Hit Rate @K
  • 13. ML System Evolution version 0 ● Heuristic based answer recommendations POC. First pilot sign up. ● Communities use case: community selected bestAnswer, as positive label. ● Generic model trained on open source dataset Stanford SQuAD version 1 ● Ranking model : <question, answer> pairwise probability ● Notebooks based on-demand training ● Static configured data filtering
  • 14. ML System Evolution version 2 ● Dynamically configured training dataset attributes ● Model retraining ● Multilingual Support ● Multitenant Auto-trained models ● Observability ● Trained Model Deployments & Rollbacks
  • 15. Model Deployment, CI & Rollbacks
  • 17. Challenges ● Data ○ Privacy and sharing compliances – GDPR, HIPAA, Accessibility ○ Freshness / Hydration ○ Handling encrypted data at rest and in motion ○ Too sparse, not meeting thresholds ○ Too dense, training performance SLA not met ● Custom, non standard fields and datatypes ● Building ML Infrastructure along the way ● Training Serving Skew ● Cold start problem
  • 18. Takeaways ● Start small, Ship and Iterate ● Prioritize ML infrastructure ● Start with simple interpretable models ● Scale model learning to the size of your data ● Prioritize Observability ● Prioritize Data privacy over model quality
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